Avaya OneCloud CCaaS vs Cisco Jabber

What users are saying about

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Score 7.9 out of 10

Based on 161 reviews and ratings

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Score 8.1 out of 10

Based on 453 reviews and ratings

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Feature Set Ratings

Contact Center Software

9.0

Avaya OneCloud CCaaS

90%

Cisco Jabber

Feature Set Not Supported

N/A

Avaya OneCloud CCaaS ranks higher in 13/13 features

Agent dashboard

9.1

91%

25 Ratings

N/A

0 Ratings

Validate callers

9.2

92%

24 Ratings

N/A

0 Ratings

Outbound response

9.0

90%

24 Ratings

N/A

0 Ratings

Call forwarding

9.3

93%

26 Ratings

N/A

0 Ratings

Click-to-call (CTC)

8.8

88%

21 Ratings

N/A

0 Ratings

Warm transfer

8.9

89%

25 Ratings

N/A

0 Ratings

Predictive dialing

8.5

85%

21 Ratings

N/A

0 Ratings

Interactive voice response

8.8

88%

21 Ratings

N/A

0 Ratings

REST APIs

9.1

91%

20 Ratings

N/A

0 Ratings

Call scripts

9.3

93%

22 Ratings

N/A

0 Ratings

Call tracking

9.3

93%

25 Ratings

N/A

0 Ratings

Multichannel integration

8.9

89%

24 Ratings

N/A

0 Ratings

CRM software integration

9.2

92%

23 Ratings

N/A

0 Ratings

Workforce Optimization (WFO)

9.0

Avaya OneCloud CCaaS

90%

Cisco Jabber

Feature Set Not Supported

N/A

Avaya OneCloud CCaaS ranks higher in 9/9 features

Inbound call routing

9.4

94%

27 Ratings

N/A

0 Ratings

Omnichannel inbound routing

9.2

92%

25 Ratings

N/A

0 Ratings

Recording

8.8

88%

25 Ratings

N/A

0 Ratings

Quality management

8.9

89%

25 Ratings

N/A

0 Ratings

Call analytics

8.9

89%

25 Ratings

N/A

0 Ratings

Historical reporting

8.7

87%

25 Ratings

N/A

0 Ratings

Live reporting

9.1

91%

25 Ratings

N/A

0 Ratings

Customer surveys

9.0

90%

23 Ratings

N/A

0 Ratings

Customer interaction analytics

8.9

89%

23 Ratings

N/A

0 Ratings

Project Management

Avaya OneCloud CCaaS

Feature Set Not Supported

N/A

6.5

Cisco Jabber

65%

Cisco Jabber ranks higher in 7/7 features

Task Management

N/A

0 Ratings

7.3

73%

73 Ratings

Gantt Charts

N/A

0 Ratings

5.7

57%

10 Ratings

Scheduling

N/A

0 Ratings

6.9

69%

82 Ratings

Workflow Automation

N/A

0 Ratings

6.0

60%

17 Ratings

Mobile Access

N/A

0 Ratings

8.1

81%

125 Ratings

Search

N/A

0 Ratings

7.3

73%

114 Ratings

Visual planning tools

N/A

0 Ratings

4.1

41%

17 Ratings

Communication

Avaya OneCloud CCaaS

Feature Set Not Supported

N/A

6.1

Cisco Jabber

61%

Cisco Jabber ranks higher in 8/8 features

Chat

N/A

0 Ratings

8.8

88%

154 Ratings

Notifications

N/A

0 Ratings

8.4

84%

154 Ratings

Discussions

N/A

0 Ratings

7.7

77%

132 Ratings

Surveys

N/A

0 Ratings

4.9

49%

15 Ratings

Internal knowledgebase

N/A

0 Ratings

5.3

53%

20 Ratings

Integrates with GoToMeeting

N/A

0 Ratings

4.0

40%

12 Ratings

Integrates with Gmail and Google Hangouts

N/A

0 Ratings

2.0

20%

12 Ratings

Integrates with Outlook

N/A

0 Ratings

7.9

79%

58 Ratings

File Sharing & Management

Avaya OneCloud CCaaS

Feature Set Not Supported

N/A

6.7

Cisco Jabber

67%

Cisco Jabber ranks higher in 8/8 features

Versioning

N/A

0 Ratings

7.6

76%

72 Ratings

Video files

N/A

0 Ratings

7.0

70%

105 Ratings

Audio files

N/A

0 Ratings

7.6

76%

110 Ratings

Document collaboration

N/A

0 Ratings

7.4

74%

90 Ratings

Access control

N/A

0 Ratings

6.8

68%

31 Ratings

Advanced security features

N/A

0 Ratings

6.7

67%

33 Ratings

Integrates with Google Drive

N/A

0 Ratings

5.0

50%

10 Ratings

Device sync

N/A

0 Ratings

5.7

57%

22 Ratings

Attribute Ratings

Avaya OneCloud CCaaS is rated higher in 2 areas: Likelihood to Recommend, Likelihood to Renew
Cisco Jabber is rated higher in 2 areas: Usability, Support Rating

Avaya OneCloud CCaaS

84%

44 Ratings

8.1

Cisco Jabber

81%

162 Ratings

Avaya OneCloud CCaaS

80%

13 Ratings

5.6

Cisco Jabber

56%

6 Ratings

Avaya OneCloud CCaaS

80%

6 Ratings

9.0

Cisco Jabber

90%

8 Ratings

Avaya OneCloud CCaaS

70%

2 Ratings

Cisco Jabber

N/A

0 Ratings

Avaya OneCloud CCaaS

100%

2 Ratings

Cisco Jabber

N/A

0 Ratings

Avaya OneCloud CCaaS

62%

6 Ratings

7.9

Cisco Jabber

79%

24 Ratings

Avaya OneCloud CCaaS

91%

6 Ratings

Cisco Jabber

N/A

0 Ratings

Pros

Strengths of Avaya include the ability to answer incoming calls in a convenient format for employees.
The use of Avaya proves the user-friendly design and a way for employees to adjust settings in a clear and concise manner to adjust for his or her preferences.
Avaya also allows the employee to transfer and conference calls in an easy drag-and-drop method and is very user-friendly.
The functionality of Avaya allows for the virtual employee to log in, choose various auxiliaries chosen by your company to ensure schedule adherence and maintain corroboration with other applications and software programs.

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Shauna Stermer

Internet Technician/Consultant for Cox Communications at Sutherland Global Services/CloudSource

Sutherland Global Services/CloudsourceInformation Technology and Services, 10,001+ employees

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Easy connection with internal and external colleagues via syncing with Outlook contacts.
Single Number Reach (SNR) enables connectivity and consistent contact number in any geographic location, which is great during business travel.
Great compatibility with a headset or other Bluetooth devices. Retains all functionality of an office phone but eliminates the need for transporting hardware equipment.

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Verified User

Analyst in Quality Assurance

Medical Device Company, 10,001+ employees

View all 162 answers on this topic

Cons

Avaya could use some improvement in moving calls off the system when they have arrived at a far destination. This is a technical point and will not be often encountered by users or most technicians and really is no fault of Avaya but crossing over into local telephone systems around the world would be a great advantage.
The methods for interacting with some of the menus are rather involved. The system is highly complex but at this time it is mature enough to start bringing all the control features under one roof rather than through three separate interfaces.

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Alfred Brock

Communications Specialist

Yazaki North & Central AmericaAutomotive, 10,001+ employees

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Stability depends on internet connection more than it needs to
Using different tools for almost the same purpose(collaboration) is not user-friendly. Maybe a super product combining WebEx and Jabber features could be an option.
Expensive pricing and pricing model for big organizations (per license)

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ozan guner

Senior IT Infrastructure Specialist

HiltiConstruction, 201-500 employees

View all 162 answers on this topic

Pricing Details

General

Free Trial

—

Free/Freemium Version

—

Premium Consulting/Integration Services

—

Entry-level set up fee?

Required

Starting Price

$48 per month

Avaya OneCloud CCaaS Editions & Modules

—

Additional Pricing Details

Digital - $48.00 (Per User/Per Month) Voice - $83.00 (Per User/Per Month) All Media - $125.00 (Per User/Per Month)

General

Free Trial

—

Free/Freemium Version

—

Premium Consulting/Integration Services

—

Entry-level set up fee?

Starting Price

$50 Per License

Cisco Jabber Editions & Modules

Edition

Jabber for Desktop	$50.00¹

Per License

Additional Pricing Details

—

Likelihood to Renew

Avaya OneCloud CCaaS 8.0

Based on 13 answers

I am really not the decision maker on this subject but given the cost of the investment in Avaya, I do not see the company not renewing the use of Avaya. The new licensing model no longer requires expensive upgrades to stay current with new features added to the system and really helps with the cost of investment.

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Michelle VanderBand

Business Analyst III

AtosInformation Technology and Services, 10,001+ employees

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Cisco Jabber 5.6

Based on 6 answers

I don’t have access to video features.) In an age when our smartphones
do everything but call our friends, family, or clients, it’s refreshing
to have a desktop app that can make calls in the smartphone’s place. It
seems appropriate in a time when we’re all worried about the robots
rising and taking over the world. Why not transfer the functionality of a
telephone to the same computer where we program those world-dominating
robots? It’s practical. Cisco Jabber takes the classic idea of making
calls with a phone and puts it in the same place where we spend most of
our worktime. This frees up desk space, as well as keeps the smartphone
available for what it was invented to do: take Instagram photos. Not to
mention, because it has its own number, it makes it easier to contact
clients without having to give them your personal phone number. Need to
make a call, but you don’t want to share your home phone? Cisco Jabber
makes that easy. And best of all, because you call through your
computer, all you need is a microphone to speak and speakers to listen,
and you never have to pick up the phone at all. If you hate having
sweaty ears, then Cisco Jabber is your app of choice. Note: Because I
have access to phone features only, and Cisco Jabber has more available
that I can’t use, I can see where it may also be a pro for business
owners that Cisco apparently allows custom features availability for
users, depending on roles.

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Siddharth Goyal

Software Engineer

Jaypee University of Information TechnologyComputer Software, 201-500 employees

View all 6 answers on this topic

Usability

Avaya OneCloud CCaaS 8.0

Based on 6 answers

I find Avaya easy to use but I am not a beginner. I think it is much more difficult for beginners unless the administrator has some basic programming skills. The system is getting more difficult to use but I enjoy learning and haven't found myself stumped yet.

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Michelle VanderBand

Business Analyst III

AtosInformation Technology and Services, 10,001+ employees

View all 6 answers on this topic

Cisco Jabber 9.0

Based on 8 answers

There are still some improvements to be made between MAC and Windows users. Also the share screen between various devices does not always work. Any user can quickly adapt and understand how to use Jabber. The interface is very intuitive and straight forward. The transition between interfaces on PCs, to tablets, to mobile devices is also very consistent and set up almost identically

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Kaitlin Tucker

Communications Coordinator

Chastain-Skillman,IncCivil Engineering, 51-200 employees

View all 8 answers on this topic

Support Rating

Avaya OneCloud CCaaS 6.2

Based on 6 answers

I give it this rating because the support services of Avaya have proven to be reliable when needed. Great feedback for our queries has always been received from the support agents. 24/7 availability of support, which is very essential as our Call Center department also functions this way, therefore, the knowledge and technical support we require is always available to us.

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Uchenna Ezumezuh

project manager

9mobileTelecommunications, 1001-5000 employees

View all 6 answers on this topic

Cisco Jabber 7.9

Based on 24 answers

Even with the Jabber client, Cisco support is outstanding, with the knowledge and quick response you would expect from them. Their engineers understand their products and our issues are usually addressed quickly and by the same person we originally connect with instead of getting passed to additional people. Follow-up is good too. Their support is thorough.

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Debbie Johnson

Systems Administrator

Gentry LockeLaw Practice, 51-200 employees

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Alternatives Considered

There are other vendors out there, Cisco, Mitel, Shortel, etc.... We also sell Panasonic systems. Panasonic fills a gap/price point for the businesses that wants to rely on us to manage their phone system, and get their foot in the door with a phone system. The Panasonic from an administration side can be rough on a system administrator trying to do their own MAC work. Cisco and the others all have their benefits, and drawbacks. Each have their own pricing and feature models, so it is really a wash in a matter of speaking until you get into the realm of support, licensing, and integrating with 3rd party vendors.If you do need to rely on a 3rd party vendor to integrate with your AVAYA solution, if the vendor is a Dev Connect partner you know it will work. Avaya spends weeks with vendors testing and creating documentation on how to integrate a multitude of solutions with their partners. Other competitors are lacking in this department.

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Richard Heller

Sr. Telco Technician

TektivityInformation Technology and Services, 11-50 employees

View all 44 answers on this topic

In terms of general communication, it stacks up better as you can use your account on pc or mobile(great for people who are not 100% of the time in front of their desk or running errands), [and it's] not a pain to set this up on your mobile device compared to competitors.

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Jian Groenewald

Service Support Analyst

NSC GlobalInformation Technology & Services, 501-1000 employees

View all 162 answers on this topic

Return on Investment

Once purchased and running, you don't need to worry about it for years.
Support price is following the other companies. Price is good.
When you need to upgrade it the cost can grow fast as most of the time you need to replace hardware.

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Verified User

Administrator in Information Technology

Consumer Services Company, 5001-10,000 employees

View all 44 answers on this topic

Its a tool that provides enhanced customer service capability to our user community. The users are able remain available while working in almost any location.
More work gets done when people can collaborate and communicate better. Our efficiency is increasing as we continue to roll out the application to our user community.

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Eric Taylor

VoIP Network Administrator

Penn State UniversityHigher Education, 10,001+ employees

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Avaya OneCloud CCaaS

Cisco Jabber

Avaya OneCloud CCaaS

Cisco Jabber

Agent dashboard

Validate callers

Outbound response

Call forwarding

Click-to-call (CTC)

Warm transfer

Predictive dialing

Interactive voice response

REST APIs

Call scripts

Call tracking

Multichannel integration

CRM software integration

Avaya OneCloud CCaaS

Cisco Jabber

Inbound call routing

Omnichannel inbound routing

Recording

Quality management

Call analytics

Historical reporting

Live reporting

Customer surveys

Customer interaction analytics

Avaya OneCloud CCaaS

Cisco Jabber

Task Management

Gantt Charts

Scheduling

Workflow Automation

Mobile Access

Search

Visual planning tools

Avaya OneCloud CCaaS

Cisco Jabber

Chat

Notifications

Discussions

Surveys

Internal knowledgebase

Integrates with GoToMeeting

Integrates with Gmail and Google Hangouts

Integrates with Outlook

Avaya OneCloud CCaaS

Cisco Jabber

Versioning

Video files

Audio files

Document collaboration

Access control

Advanced security features

Integrates with Google Drive

Device sync

Avaya OneCloud CCaaS

Cisco Jabber

Avaya OneCloud CCaaS

Cisco Jabber

Avaya OneCloud CCaaS

Cisco Jabber

Avaya OneCloud CCaaS

Cisco Jabber

Avaya OneCloud CCaaS

Cisco Jabber

Avaya OneCloud CCaaS

Cisco Jabber

Avaya OneCloud CCaaS

Cisco Jabber

Likelihood to Recommend

Avaya OneCloud CCaaS

Cisco Jabber

Pros

Avaya OneCloud CCaaS

Cisco Jabber

Cons

Avaya OneCloud CCaaS

Cisco Jabber